Subscribed Accounts and Organizations count towards your total number of billable tracked accounts
Subscribed Customers Overview
Subscribed Accounts and Organizations are your paying customers - those with a recurring subscription and revenue with your business.
By default, all Accounts and Organizations are subscribed customers. Vitally will check your Trial, Churn, and Track rules (under Lifecycle Tracking) to see if any customers match those rules. If they do, those customers are then categorized appropriately.
Configure Subscribed Customers
To configure your Subscribed (i.e paid) customers follow the directions below:
Navigate to your Settings (⚙️) by selecting your Account Logo on the top left and under Vitally Objects select Accounts or Organizations
Then select Revenue & Subscription Configuration (or via Quick Jump Mac:
⌘ + jWindows:Alt + j).
Now, let's set up your Revenue and Subscription configuration. First, we'll track your Account revenue and define conditions to filter Subscribed Accounts.
Select the trait(s) below that tracks each account's revenue
If any value exists in this trait (even $0), the Account will be categorized as a Subscribed Account if option 2 is not configured.
If you select multiple traits here, we'll set the Account's revenue to the first trait they have a value for.
When a customer is marked as "Churned" in Vitally and Vitally is sent a null value for Revenue, do you want to set the Revenue value to null? By default, when a customer is marked as "Churned" in Vitally, Vitally will set the Revenue to the last non-null value to retain historical context.
Yes, set the Revenue value to null when a customer is Churned
No, retain the last non-null value
This setting will default to "No, retain the last non-null value"
Define the condition(s) below that determines your paid accounts
This is highly recommended to accurately track Accounts that meet specific rules. Otherwise, all Accounts that have a value in your revenue trait will be marked as Subscribed (even if the value is $0)
If you do not have a trait to choose from, you can create a custom trait. More on this below under Categorizing Accounts using a Custom trait
Select the trait(s) below that identifies the currency for the account's revenue
Currently, Vitally automatically adds a
currencyaccount trait to your accounts whenever you connect any of our current supported revenue integrations (e.g. Stripe, Recurly, and Chargebee). Thus, all you need to do if you're using one of those integrations is select thatcurrencytrait!If you have customers paying in multiple different currencies and want Vitally to automatically convert your revenue into a single currency (for accurate revenue reporting), follow these steps:
First, configure the currency you'd like to convert all revenue in to by going to Settings > Account & Billing > edit Currency (more on this here). We call this your home currency
Then, ensure you send Vitally an account trait that tracks the ISO 4217 currency code that the account's revenue is tracked in
For example, if you select a
revenuetrait in option #1 above and have some customers with arevenuevalue in Euros and others in USD, then be sure to track a trait with a value ofEURfor those paying in Euros and a value ofUSDfor those paying in USD. Note that the code can be sent in any case - e.g.USD,usd,uSDare all valid valuesFinally, back in Revenue & Subscription Configuration, select the trait that tracks the customer's currency in step 4. Vitally will then automatically convert your customers' revenue, regardless of currency used, into your selected 'home currency'. Vitally currently supports over 65 currencies with exchange rates updated daily
Select the trait(s) that tracks the end of each account's current subscription period. If at all possible, we recommend tracking renewal dates alongside revenue. This way, you can use that data when filtering and creating Indicators (e.g. flag unengaged customers with a renewal in less than 7 days).
If set, we'll automatically identify when customers are approaching their renewal. Additionally, if you select multiple traits, we'll take the value from the first trait that is set.
Select the trait(s) that tracks the end of each account's current subscription period
If you send the subscription end date as a DATE trait rather than a DATETIME trait, we'll ask you to set a time zone for us to convert the timestamp. This defaults to UTC, meaning if the date trait's value is Jan 10, 2024, we will append a time of 00:00, which is midnight UTC. This can impact US employees, as they will see the renewal date as Jan 9, 2024.
And lastly, select whether you send REVENUE AS MRR, ARR, OR THE TOTAL COST FOR THE SUBSCRIPTION PERIOD
This step simply allows you to specify whether revenue is always sent as MRR, ARR, or as the Total Subscription Period Cost (value of the entire subscription period). If you select Total Subscription Period Cost here, we'll simply calculate a customer's MRR by dividing revenue values by 12 if the subscription period is longer than 1 month. If it is not, we won't modify the revenue value and will assume it is MRR.
Please note that once option 7 is set or MRR, ARR, or Total Subscription Period Cost, if you wish to change this you should reach out to Support before you make this change (e.g if you set it to MRR save it and then change it to ARR a week later, reach out to Support before you make this change!). This is ONLY if you're changing step 7.
Categorizing Accounts using a Custom trait
There are two scenarios that usually lead customers down a path to create a custom trait. There might be other scenarios, of course but these two are the ones Vitally sees most frequently.
Override MRR/ARR
Why would you want to override MRR/ARR? Sometimes there's no other option than manually setting the revenue on a particular account. But if you have set up your Revenue and Subscription Tracking, your Revenue data may be being set by a trait from an integrated data source that will continue to override any manual updates. In this case you'll want to:
Create a Custom Trait. Name it "Manual MRR" for example
Go to your Lifecycle Tracking > Subscribed Accounts & Revenue Tracking (or on the Organization level)
Delete any values you have in 1. SELECT THE TRAIT(S) BELOW THAT TRACKS EACH ACCOUNT'S REVENUE
But why delete these? We look at the first trait first and then move onto the rest so if you want to override the MRR/ARR you'll want this trait prioritized.
Add your new Custom Trait, you may have named it "Manual MRR"
Finally re-add any trait(s) you previously removed
Don't yet track MRR/ARR via a synced trait
If you're not yet syncing a trait that sends your MRR/ARR do not fret, you can make a custom trait!
Create a Custom Trait. Name it "Manual MRR" for example
Go to your Lifecycle Tracking > Subscribed Accounts & Revenue Tracking (or on the Organization level)
Add your new Custom Trait, you may have named it "Manual MRR"
Subscribed FAQ
I have an Account that does not match the subscribed rules but is getting marked as subscribed. What's going on?
If an Account never matched any other rules nor does it currently match any rules, it will remain a Subscribed Account even if they do not match those rules.
I manually changed the subscription from Churned (or Trial) to Subscribed but it has switched back automatically, why?
While you can manually change the subscription, if your lifecycle tracking is configured Vitally will always match it to the rules that the Account/Org match. If you want to change the subscription status you must change the traits configured in that status so it matches.
Why is my Account being ignored, they match the subscribed rules?
We ignore Accounts if they only belong to an ignored Organization
Why is the renewal date red in a table view?
Renewal dates turn red if the current subscription period is over 75% complete. So, for example, if its an annual subscription, it’ll turn red around the 274th day. We calculate this percentage as (Next Renewal Date - today) / (Next Renewal Date - Previous Renewal Date).